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Ops Manangement

Ch 9

QuestionAnswer
Performance, Aesthetics, Special Features, Conformance, Reliability, Durability, Perceived Quality, Serviceability Product Quality
Convenience, Reliability, Responsiveness, time, Assurance, Courtesy, Tangibles, Consistency Service Quality
Performance Main characteristics of the product
Aesthetic appearance, smell, feel, taste
Special Features extra characteristics
Conformance how well the product responds to design specifications
Perceived Quality indirect evaluation of quality
serviceability handling of complaints and repairs
convenience the ability and accessibility of service
reliability dependable performance ability to perform a service dependably
Quality of Design Intention of designers to include or exclude features in a product or service
Determinants of Quality The degree to which a product or service successfully satisfies its intended purpose
Design, How well the product or service conforms to design, Ease of use, Service after Delivery Determinants of Quality
The degree to which goods are or services conform to the intent of the designer Quality of Conformance
Top Management, Design, Procurement, Production/Operations, Quality Assurance, Packaging and Shipment, Marketing & Sales, Customer Service Responsibilities for Top Quality
Enhanced reputation for quality, ability to command premium prices, increase market share, greater customer loyalty, lower liability costs, and fewer production or service problems Benefits of Good Quality
Loss of Business, Liability, productivity, costs Consequences of Poor Quality
can be categorized as appraisal, Prevention, Failure Costs of Quality
Father of statistical quality control Walter Shewhart
Walter Shewhart Developed charts to analyzing output when corrective action is necessary
Cost of activities designed to ensure quality or uncover defects Appraisal Costs
Costs of preventing defects from occurring ; such as planning and administration, Prevention Costs
Costs caused by defective parts and products or by faulty service Failure Costs
Failures discovered during production Internal Failures
Failures discovered after delivering to the customer External Failures
An approach that evaluates the financial return of investments in quality Return on Quality (ROQ)
NYU Professor; went to Japan to lecture; prize named after him Edward Deming
Prize established by the Japanese and awarded annually to firms that distinguish themselves with quality management programs Deming Prize
Developed the concept of "zero defect" and made famous the saying "Do it right the first time" Philip Crosby
Cause and effect diagram; first to call attention to the internal customer Kaoru Ishikawa
Tagushi Loss function, the formula for determining the cost of poor quality Genichi Tagushi
Continuous Improvement Kaizen
A set of international standards for assessing customers environmental performance ISO 14000
A set of international standards on quality management and quality assurance ISO 9000
A philosophy that involves everyone in an organization in a continual effort to improve Total Quality Management (TQM)
Incorporating design elements that prevent incorrect procedures Fail Safing
A business process for improving quality reducing costs, and increasing customer satisfaction Six Sigma
A six sigma process; Define, measure, analyze, improve, and control DMAIC
An approach to continuous improvement that integrates lean operation principles in sis sigma techniques Lean/Six Sigma
Created by: wilbertcastillo
Popular Management sets

 

 



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